Help centre
Help with your WhatsApp workspace
Short answers on getting started, connecting a number, templates, campaigns, the message wallet and billing. If you can’t find yours, our team replies by email, phone and WhatsApp.
Getting started
What you need, how a workspace is set up and how your team signs in to Aviral WhatsApp Platform.
How do I get a workspace?
Workspaces are set up with you for now. Ask for a free trial or a demo, tell us about your team and your WhatsApp number, and we create the workspace and email an invitation to its owner.
What do I need before I connect a WhatsApp number?
A Facebook login for the person who manages the business, and a phone number that can receive an SMS or a call to verify it.
Meta’s signup tells you if the number needs a change first. A number that is in use on a personal WhatsApp account has to be moved off it. A number on the WhatsApp Business app can stay there: with coexistence, the app and this platform work on the same number.
How does my team sign in?
Everyone signs in with their own email and password on the sign-in page. If you forget your password, use “Forgot password” there and we email you a reset link.
Turn on two-step verification in Settings → Security, especially for owners and admins.
How do I invite teammates?
Open Settings → Members, choose Invite people and enter their email. Pick a role for each person so they see only what they need. They get an email with a link to set a password.
How many seats your plan includes is on the pricing page. Extra seats cost ₹499 per seat per month.
Connecting a number
Connect a WhatsApp Business number, keep it healthy, and fix a connection that stopped working.
How do I connect my WhatsApp number?
Open Numbers and choose Connect a number. Meta’s official signup opens in a window: you sign in with Facebook, choose or create your WhatsApp Business account, and verify the number with a code sent by SMS or a call.
When it finishes, the number appears under Numbers with its quality rating and messaging limit, and your templates start syncing.
Meta’s window says it can’t onboard customers right now
Meta limits which businesses can finish signup through us until its review of our app is complete for outside businesses. If you see that message, the problem is not your account.
Email support@aviraltechlab.com with your business name and the number. We will connect it with you.
My number says it needs to be reconnected, or messages are failing
WhatsApp connections can expire or be revoked, for example when a password or an admin changes in Meta Business Manager. The Numbers page shows a reconnect notice on the number. Until you reconnect it, messages cannot be sent or received.
Reconnect from that notice. If it keeps coming back, or you don’t see the notice, write to support with the number and the time you first noticed.
What are the quality rating and the messaging limit?
Meta rates each number from the reactions of the people it messages: blocks and reports lower it. It also limits how many people you can start conversations with each day, and raises that limit as you send good-quality messages.
Both are shown on the Numbers page. If quality drops, send fewer campaigns, message only people who asked to hear from you, and pause campaigns until it recovers.
How many numbers can I connect?
It depends on your plan. The pricing page lists the numbers included in each plan.
Templates
Templates are the messages Meta has approved. You need one to start a chat or to write after the 24-hour window.
Why do I need a template?
After a customer messages you, you can reply with any message for 24 hours. To start a conversation yourself, or to write after that window closes, WhatsApp requires a template that Meta has approved.
How do I create one?
Open Templates and choose New template. Pick a name, a language and a category, write the message, and use variables such as {{1}} for the parts that change. Add an example value for every variable. Add a header, buttons or a footer if you need them, then submit it to Meta.
You can start from our ready-made library or copy a template you already have.
Which category should I choose?
Marketing is for offers, launches and reminders to buy. Utility is for updates about something the customer already did, like an order or an appointment. Authentication is for one-time passcodes.
Meta reviews the content and can change the category you chose. Marketing costs the most, so keep utility templates strictly about the customer’s own transaction.
How long does approval take?
Usually minutes to a few hours, sometimes longer. The Templates page shows each template as pending, approved or rejected, and you can use it in a campaign once it is approved.
If a template has been pending for more than a day, email support@aviraltechlab.com with its name.
My template was rejected
Open the template to read Meta’s reason. Common causes are promotional wording in a utility template, variables with no examples or at the very start or end of the message, and content that breaks WhatsApp’s policies.
Edit it and submit again, or make a copy with the fix. Meta limits how often an approved template can be edited, so for a bigger change create a new one.
Campaigns
Send an approved template to a list or segment, see the cost first, and follow the results.
How do I send a campaign?
Open Campaigns and choose New campaign. Pick the number, an approved template and who should receive it (a list, a segment or contacts you choose), fill in the variables, check the cost estimate, and either send now or schedule it.
Who can I send to?
Only people who agreed to hear from your business on WhatsApp. Contacts who opted out are left out automatically. You are responsible for having proof of opt-in, so set the opt-in details when you import contacts.
How much will a campaign cost?
The campaign shows an estimate before you launch: recipients multiplied by the rate for the template’s category, plus the processing margin. The money comes from your wallet, and only delivered messages are charged.
Why did my campaign pause?
A campaign pauses when the wallet balance can’t cover the next messages, or when the number’s quality drops and we hold sending to protect it. Recharge the wallet or fix the quality problem, then resume it from the campaign page.
Some messages were not delivered
Open the campaign and look at Recipients: each one shows its status and, when a message failed, the reason. Common reasons are a number that is not on WhatsApp or a person who is not reachable. Messages that fail are not charged, and a charge made in error is returned to your wallet.
Can I stop a campaign?
Yes. Pause or cancel it from the campaign page. Messages that were already sent can’t be recalled.
The message wallet
Message fees are prepaid in rupees. Here is what is charged, what is free, and how to add money.
How does the wallet work?
You add money in rupees. Each template message is debited when it is sent, at Meta’s rate for its category plus a small processing margin. Settings → Billing shows your balance, this month’s charges by category and every transaction.
What is free?
Replies inside the 24-hour window after a customer writes to you: the first 1,000 replies a month on each number are free, then ₹0.115 each. Every message inside a free entry point window, which opens when someone starts a chat from a click-to-WhatsApp ad, is free.
If a message fails, or Meta tells us it is not billable, the charge is returned to your wallet.
How do I add money?
Open Settings → Billing, find the Wallet card and choose Recharge. You can pay by UPI, card or net banking, and you get a GST invoice for every recharge.
If online payment shows as unavailable on your workspace, email support@aviraltechlab.com and we will arrange the top-up with you.
What happens when the balance reaches zero?
Template messages and campaigns need a balance, so they stop until you recharge. Replies inside the 24-hour window are not blocked by the balance, and keep following the same rule: the first 1,000 replies a month on each number are free, then ₹0.115 each.
Can I get a warning before it runs out?
Yes. On the Wallet card, set the balance at which you want a low-balance alert. We notify the people who can manage billing when the balance falls below it, and again when it reaches zero.
Settings → Billing shows “Messages billed by Meta”
Some workspaces are billed for messages directly by Meta, by written agreement with us. They have no wallet balance, and we never debit or block for message fees. Ask support if you think your workspace should be on a wallet instead.
Can I get a refund of unused wallet balance?
Message credits you have used are not refundable. Our refund policy explains what happens to the unused balance when you close an account.
Plans and billing
What you pay for the software, how invoices work, and how to change or cancel a plan.
What do I pay in total?
Two separate things. Your plan, in rupees plus 18% GST, and Meta’s message fees, which come from the wallet. The plan pays for the software; message fees never come from the plan.
How does the free trial work?
New workspaces start with a free trial, with limits that the pricing page lists. Nothing is charged during the trial. Choose a plan in Settings → Billing before it ends, or the workspace is suspended.
How do I change my plan or add seats?
Open Settings → Billing. An upgrade, or extra seats, costs the difference for the rest of the current period, worked out by the day. A downgrade, or a switch from yearly to monthly, takes effect at the end of the period you paid for.
If online payment shows as unavailable on your workspace, email support and we will change the plan with you.
Where are my invoices?
Settings → Billing lists them. Every plan payment and wallet recharge gets a GST tax invoice. Add your GSTIN and billing details in Settings → Billing so they appear on it. GST is 18% on top of plan prices.
How do I cancel?
Cancel in Settings → Billing, or email support@aviraltechlab.com from the account administrator’s address. Cancellation takes effect at the end of the paid period, and you keep full access until then. You can export your data for 30 days after the subscription ends.
A payment failed
If money left your account but the payment failed, your bank usually reverses it within 5 to 7 working days. If a renewal fails, we email you and retry. Write to support with the payment ID if you are unsure.
Contact support
A person reads every message. Tell us which workspace it is and what you see, and we’ll pick it up.
Email
Support hours: Monday to Saturday, 10:00 to 19:00 IST (excluding public holidays in Delhi).
WhatsApp or phone
Message us the way your customers message you, or call the same number.
Support form
Sends your request to our support team, with your workspace details.
Security problems
Found a weakness, or think an account was misused? Write to us here, not in public.
What to include
- The name of your workspace and the email you sign in with.
- The WhatsApp number or campaign it is about, and roughly when it happened.
- A screenshot of what you see, including any error message.
- Never send your password or a one-time code.
Response targets by plan are on our service levels page. To ask us to delete your data, see data deletion.
Not using it yet?
Tell us about your team and your WhatsApp number. We’ll set up a trial workspace and walk you through connecting it.